Responsible for managing the first level support in the IT Service Desk. Ensure that first level support activities follow agreed procedures that tickets are being identified, registered, and categorised into incidents and service requests. The Service Desk Analyst gathers information to enable incident resolution, promptly applying corrective actions, deliver standard services (request fulfilment) and forwarding within the incident process to subsequent responsibilities.

Tasks:

Responding to first level support requests via multiple sources such as phone and email. Capturing call data into the incident management tool
Communication with IT Users in a courteous and professional manner
Diagnoses client problems relying on checklists and training
Identification of recurring problems and notification of team members
Assisting in the resolution of application, hardware, and software problems
Awareness of service level agreement targets
Communicates service procedures to IT Users
Escalate when necessary to line management
Track incident status and inform users regarding status
Get approval for incident resolution / request fulfilment from user
Resolution of complex incidents and incidents not only resolvable by SOP’s
Knowledge sharing in a team

Qualified IT specialist (apprenticeship)
Basic knowledge of hardware, software, and platforms
Fluent level of language English and Polish
Customer Service mindset
Basic ITIL knowledge
Hybrid Mode of work

Benefits:

Professional Development

We’re strong believers in continual training and development for our people. After all, your success is our success.

Work-life Balance

Our vacation and leave policies reflect our belief in proper work-life balance.

Working Internationally

See the world with DB Schenker! If you’re searching for an international challenge, we offer plenty of opportunities.

Medical healthcare package

Private medical healthcare offers various packages for you and your family.

Sport Card

Sport card gives you free access or discounts to many sport objects.

Life insurance

Life insurance for you and your family members.

Holiday Bonus

If you take a two week continuous holiday, you can apply for the special bonus.

Pension Program (PPE)

PPE is a chance for a bigger retirement. Company pays 3,5% of your salary to into your individual PPE account.

Annual Bonus

Depending on company results we offer you annual bonus.

Language Courses

We offer you a possibility to improve your language skills.

At DB Schenker Technology Center, you are part of a global logistics network that connects the world. A network that allows you to shape your career by encouraging you to contribute and truly make a difference. With more than 76,000 colleagues worldwide, we welcome diversity and thrive on individual backgrounds, perspectives and skills. Together as one team, we are Here to move.

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